Has anyone tried searching for help on the new support site....

[Martin Yergeau]

My pleasure Toby, but its Martin and not Waz that gave you that search option

[Ian Dalton]

Thanks Toby, Waz and MartinY - I will check it all out and get back you hopefully with good news !!

[Warren Hinchliffe]

Ive just noticed attachments from one of my cases have not come across to the new site.

Not sure if its just one case.

[Manoj Chaurasia]

Waz

Please report that if you havent already

[Warren Hinchliffe]

Hi Chuck,

Ive been told the best way to get the attachments is to notify the case owner. The old site is still read only and they can copy the files across.

[Ian Dalton]

Waz, You are right - no attachments have come across - just says this is a legacy case migrated from ibi. Has all the details though - just missing the attachments. Shame !!

[Ian Dalton]

Hi Toby, how did you get the old case numbers in the end And will they be added to the case so we can search by that no.

[Ian Dalton]

Toby, I have had a good look around the new cases list and the old ibi case no. is referenced under Legacy SR ID and if you search by the old no. it finds it ok. So from my perspective all good except for what Waz found ie. missing attachments.

[Toby Mills]

Hi Ian

The case I opened with them ended up with them saying they wouldnt alter the search to include the Legacy SR ID, but they offered to send me a spreadsheet listing my new case numbers along with my old ones in a spreadsheet so I can find them that way.

I still think they should just include Legacy SR ID in their searches.

[Warren Hinchliffe]

Pity we cant do the excel extract ourselves

[Ian Dalton]

Toby, if you type the old Legacy SR ID in the search box it finds it fine. So all good I believe and no need for them to change their search routine.

Ian

[Toby Mills]

Hi Ian

Im glad that works for you. Heres what happens when I search on a pretty recent case I opened using the legacy SR ID (IBIs case number):

 

image.png757492 14.4 KB

 

Must work for some cases and not others

[Ian Dalton]

Toby make sure you have selected Cases and then My Cases Portal first. You were trying to find the legacy case from the Home tab which I agree wont find it.

[Toby Mills]

Hi Ian

I see! You dont look for the list to change after pressing enter, you look for the type ahead box to suggest the new case number.

So lets get a picture of this.

You got to Cases to search. I was able to search older cases without changing to My Companys Cases, but I left it set on My Company for this screenshot.

 

image.png906372 16.8 KB

 

Then you type in your old case number. Dont bother hitting enter - nothing will happen. Look in the list below the text box where youre typing:

 

image.png754439 33.8 KB

 

Thats the new case number its showing. You can click on the typeahead answer and go to that case.

Thats pretty good Ian - the techsupport people at TIBCO didnt know to suggest that

I dont love putting the results of your search in the typeahead box but it does work. I wondered how it would look when I search on a string I frequently use like WFRS for my reporting server cases:

 

image.png769422 32.6 KB

 

You can see 3 of them listed and theres a scrollbar on the right.

Thanks again Ian for pointing out how we can look for our old case number!

Toby

[Ian Dalton]

Hi Toby, glad I could help - so all good except for old legacy cases missing their attachments.

Regards, Ian